Service Team Manager - EAP Mental Health Team

Bupa; United States; À distance; USD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Holiday entitlement — 25 days per year

Pension and life insurance

Discounted online gym sessions

Annual performance-based bonus

Health insurance

Dental insurance (optional)

Digital GP platform

Emotional wellbeing support

Family mental health line

Financial wellbeing channels

Résumé du poste

Bupa in the United States seeks a Service Team Manager to lead, develop and motivate clinicians delivering remote mental health support.

You will drive continuous improvement, manage workflow, training, and performance metrics while mentoring staff to ensure excellent customer service and effective telephony operations.

Qualifications

• Experience in managing front-line employees / telephony operations.
• Experience within a Mental Health customer focused environment.
• Ability to lead, develop, support, motivate and inspire a team.
• Experience of principles of continuous improvement and KPI's.
• Possess strong planning, time management and analytical skills.
• Demonstrate customer led thinking and empathy.

Responsabilités

• Lead, develop, support and motivate clinicians delivering remote mental health support.
• Review demand and customer needs to drive process improvements.
• Mentor staff and deliver 121 training on new processes.
• Ensure punctuality and absence management support.
• Manage performance and provide feedback using available data.
• Respond to escalated queries and drive high customer satisfaction.

Connaissances

Team leadership

Coaching

Process improvement

Analytical skills

Customer focus

Telephony operations

Formation

Bachelor's degree

Outils

CRM systems

Telephony systems

Description du poste

As a Service Team Manager you will lead, develop, support and motive clinicians who deliver mental health support across our remote Counsellor / Psychotherapist teams. You will be supporting the culture of continuous improvement by reviewing demand, understanding customer's needs and delivering process improvements. Service Team Manager duties will involve but not limited to:

• Supporting the culture of continuous improvement by reviewing demand, understanding customer's needs and delivering process improvements.
• Identify and collate information to provide feedback for each team member through data which is available and seek out feedback from other areas.
• Support continuous improvement within the operational areas ensuring delivery of actions.
• Undertake proactive capability management to identify potential and set improvement plans.
• Identify training needs of employees and deliver detailed personal development plans through solution driven discussions.
• Mentor staff in new process or system development, delivering ad hoc 121 training thereby ensuring thorough understanding of best practice.
• Maximise available resources through robust management of punctuality and absence, ensuring a consistent approach across the business unit.
• Contribute to the ongoing management of Healthcare delivery initiatives ensuring consistency of related deliverables.
• Respond to and deal with escalated internal and external customer queries and complaints, maximising the opportunities to create high levels of customer satisfaction.
• Previous experience of managing front-line employees / telephony operations
• Experience within a Mental Health customer focused environment
• The ability to lead, develop, support, motivate and inspire a team.
• Experience of principles of continuous improvement and KPI's
• Ability to demonstrate customer led thinking and empathy.
• Possess strong planning, time management and analytical skills
• At Bupa we champion diversity, and we understand the importance of our people representing the communities and customers we serve. You'll find an inclusive environment where you'll be welcomed, can be yourself, and where everyone is driven by the same purpose - Helping people live longer, healthier, happier lives and making a better world., We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. At Bupa we strive to ensure all our of customers, patients and staff are safe. All employees have a duty to ensure that safeguarding children, young people and adults at risk is prioritised and acted on appropriately.

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social, and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

• Equivalent to 25 days holiday per year, increasing through length of service, with option to buy or sell.
• Enhanced pension and life insurance.
• Discounted access to online gym sessions.
• Annual performance-based bonus.
• Bupa health insurance as a benefit in kind.
• Option to join dental insurance scheme at a discounted rate.
• Access to our Digital GP platform on you mobile.
• Emotional wellbeing support.
• Access to family mental health line.
• Financial wellbeing channels.